Call Center Supervisor – Non-Clinical

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

👻 Ghost score 10%

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UBC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

UBC is a company dedicated to improving patient outcomes by connecting specialty therapies to patients in need. They provide modern and customized solutions focusing on access, safety, and evidence generation for biopharmaceutical products. UBC specializes in evidence development, risk management, and patient access, utilizing real-world data and innovative technologies to optimize the healthcare journey and ensure effective medication use.

📋 Description

• Manage a team of call center associates and promote a collaborative working environment • Develop employee skills, evaluate performance, and provide feedback • Oversee employee relations issues, performance, productivity, and service standards • Conduct hiring, training, and staff evaluations • Provide ongoing coaching to Customer Service Associates on quality, reliability, accountability, and productivity • Ensure service levels and performance guarantees are met • Implement strategic business work plan goals with the Call Center Manager • Track and report progress to management • Assist with call center programs and process improvements • Serve as an escalation point for complex customer issues and ensure timely resolution • Provide backup platform support and take overflow calls • Complete special projects as assigned • Participate in in-person and virtual meetings and events • Coordinate work with other supervisors • Ensure daily tasks are completed on schedule according to established procedures

🎯 Requirements

• BS/BA degree or 6 – 8 years of relevant business experience • Up to 2 years of experience in a customer service setting; one year experience UBC call center preferred • Previous supervisory experience helpful • General PC knowledge including MS Office, Internet and email • Excellent phone oral and written communication skills • Demonstrated leadership skills, including developing and assisting team members • Experience training and coaching less experienced staff • Advanced problem solving skills • Ability to work collaboratively with other departments • Knowledge of UBC call center systems and platforms helpful • Knowledge of UBC products/services very helpful • PBM and/or Managed Care industry preferred • Ability to adapt to a dynamic working environment and make independent decisions • Demonstrated ability to handle challenging customers professionally • Ability to travel as needed • M-F 8AM-4:30PM ET, with rotation of shift coverage supporting later shifts until 8PM ET

🏖️ Benefits

• Remote opportunities • Competitive salaries • Growth opportunities for promotion • 401K with company match • Tuition reimbursement • Flexible work environment • Discretionary PTO (Paid Time Off) • Paid Holidays • Employee assistance programs • Medical, Dental, and vision coverage • HSA/FSA • Telemedicine (Virtual doctor appointments) • Wellness program • Adoption assistance • Short term disability • Long term disability • Life insurance • Discount programs

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